Lead Patient Services Representative

About Sound

Sound Physicians is a physician-founded and led, national, multi-specialty medical group with more than 1,000 business colleagues and 4,000 physicians, APPs, CRNAs, and nurses practicing in 400-plus hospitals across 45 states. Founded in 2001, with specialties in emergency and hospital medicine, critical care, anesthesia, and telemedicine, Sound has a reputation for innovating and leading through an ever-changing healthcare landscape — with patients at the center of the universe.

Sound Physicians offers a competitive benefits package inclusive of the items below, and more:

• Medical insurance, Dental insurance, and Vision insurance
• Health care and dependent care flexible spending account
• 401(k) retirement savings plan with a company match
• Paid time off (PTO) begins accruing immediately upon start date at a rate of 15 days per year, in accordance with Sound's PTO policy
• Ten company-paid holidays per year

Southwest Pulmonary Associates, with locations in Dallas and Plano, Texas, has been a trusted part of the community for over 30 years. Our experienced team is dedicated to providing continuity of care in both inpatient and outpatient settings, ensuring that patients receive expert support every step of the way.

The Lead Patient Services Representative (Lead PSR) provides support while also serving as a team leader and key resource for the Patient Services Representative (PSR) team. In addition to performing all PSR responsibilities, the Lead PSR acts as a mentor, point of escalation, and operational support to ensure efficient clinic operations and exceptional service for patients, providers, and staff.

This role supports two clinics (Plano and Dallas), working closely with 18 clinicians and a dedicated team of Medical Assistants. The Lead PSR helps maintain smooth workflows, fosters collaboration, and upholds high service standards for our patients across both locations.

The Details: Full-time M-F, 100% in office in Dallas, TX 75231

In this role you will be responsible for:

• Supervising and training PSR staff, ensuring adherence to established protocols
• Serving as the point of escalation for patient complaints or staff concerns
• Monitoring team performance and providing constructive feedback

• Scheduling and delegating tasks among PSRs to ensure adequate coverage
• Acting as a liaison between administrative and clinical staff

• Monitoring compliance with policies, procedures, and regulatory requirements
• Auditing patient calls for accuracy and customer service
• Identifying areas for process improvement and implementing solutions

• Handling complex patient situations or scheduling conflicts
• Addressing technical or operational issues that arise during the day

• Preparing reports on team performance, call volume, wait times, or scheduling data
• Communicating updates, changes, or new policies to PSRs
• Other Duties as Assigned

What we are looking for: A successful candidate will have a demonstrated track record of a combination of these values, knowledge, and experience:

• Work Ethic: Dedication to getting the job done well and on time, regardless of circumstances, a can-do attitude
• Relationship Building and Maintenance: The ability to create and nourish healthy, strong relationships, as the face of Sound
• Teamwork: Demonstrates the ability to pull people together into highly effective teams along with ability to work in a highly matrixed organization
• Critical Thinking: Demonstrates the ability to be proactive, anticipate needs; ability to make good decisions with incomplete, ambiguous information
• Adaptability: Demonstrates flexibility and a willingness to change as circumstances evolve and be coachable
• Resourcefulness: Proactive willingness to utilize available information and tools to figure things out, not afraid to ask questions when necessary
• Commitment: Demonstrates a dedication to the job, project, organization, customer/clients, and co-workers
• Strategic Thinking: Demonstrates the ability to look at the big picture and proactively develop a plan of action
• Self-Motivation: Proact…